Halfords - not impressed. The Bicycle Workshop - very impressed.

[rog_london]

I'd ordered a Brooks saddle (two, actually) from Halfords on line. Collect from the local store in two weeks - which meant today. Their time scale, not mine.

My credit card was debited at the time of the order, which isn't really acceptable. The goods were not there today when I went in to collect, and it took the young lads who were 'running' the show a good half hour to confirm that my order wasn't there. The result was that I cancelled the order on the spot and had my card re-credited.

I looked on-line for an alternative and came across the website of The Bicycle Workshop in North Kensington. It was on my way to somewhere else I needed to be, and they stock a large range of Brooks kit, so I called in there to get what I needed.

What a delight - a real traditional bike shop of the type which is pretty well unknown in the London area. Obviously family owned, four people climbing over each other in a tiny shop, the workshop in the front right behind the counter where you can see everything going on, and they couldn't be more helpful. Oh, and like a good cafe, with a load of customers squeezing through the door.

On their website they say there's a huge queue for servicing, but they'll be happy to advise customers to DIY routine repairs outside the shop - and lend you any tools you might need. That sort of place is worth a detour.....

welcome :: Bicycle Workshop. Londons bike repair specialist

Rog.

 

[Vikki]

I'd have to agree with you. Certainly explains why they are busy. They deserve to prosper

 

[donnoirf]

i had a similar experince with halford birmingham, i ordered an item online to collect in store , dynamo bracket & crank tool!!!

turned up on the date given to collect the item. only to get, "Sorry we dont have this instore!!!!!!!!!!! also paid £6.00 for them to put a new tyre on my electric hub, paid & left the shop

when looking at the tyre & hub, CLEAR ARROW DRIVE DIRECTIONS.

they had only put the tyre on back to front!!!!!!!


I later went to another local cycle shop to buy the item halfords didnt have! that not only had it, but gave me the dynamo bracket in exchange for a packet of chocolate biscuits lol

MORE BIKE SHOPS LIKE THIS PLEASE

 

[indalo]

I didn't see that post at the time but that was a nice find Rog. My experience of Halfords, (Halfraud's) is pretty poor and their prices are shocking for such a big outfit.

If small LBSs around the country can match or beat Halford's prices, I really can't see any reason why people give them their patronage.

Wish I had a bike shop close to my place!

 

[BBB]

I didn't see that post at the time but that was a nice find Rog. My experience of Halfords, (Halfraud's) is pretty poor and their prices are shocking for such a big outfit.

If small LBSs around the country can match or beat Halford's prices, I really can't see any reason why people give them their patronage.

Wish I had a bike shop close to my place!

It probably closed because people went to Halfords for cheaper parts! You cant always compete with a multi national for its buying power.

 

[Barnowl]

My credit card was debited at the time of the order, which isn't really acceptable.

No it really isn't. My wife had the same issue when trying to buy a pair of boots from M&S.

 

[Alex728]

It probably closed because people went to Halfords for cheaper parts! You cant always compete with a multi national for its buying power.

Depending on location Halfords are not always to blame.

In my current town both branches of Halfords are some miles away from the main town centre (accessible only by busy roads which are most unpleasant to cycle on) and there are at least four local bike shops in town although only one will work on e-bikes..

and in Reading where I used to live Halfords removed their town centre store whilst two LBS's thrived just streets away...

 

[torquayite]

halfords reception.

I wanted to learn about electric bikes, and to purchase two, so I went in to our local Halfords shop where three store-clad young men watched me circling the rows of bikes as they chatted, totally ignoring me until I interrupted their chat to ask if they had any electric bikes.
"No...don't keep any !", was the bored reply.
"Have you any brochures?"
"No....maybe if you look on our web site...."
And they returned to their discussion.
Buy from Halfords? Never.

 

[Sevenhills]

Hi

I have seen electric bikes in Halfords, must have been a small store. They should have told u where to get one. My experience with Halford has always been ok, but their younger staff are bound to be less experienced.

 

[rog_london]

In defence of Halfords and their like, they are typical box-shifters - if they have what you want in stock, all well and good, and their prices are generally not bad. As with so many outfits with a Web presence, that's where they fall over. They don't realize that on-line sales can be a major part of their business if they get their act together.

As we all know, their store staff are not always as enthusiastic as one might wish (read 'helpful'). I can live with that generally as I like to browse and can usually find what I'm looking for. I doubt I'd have anything further to do with their web site though, other than as a means to check (alleged) store stock.

Contrast that with, in my opinion, the king of box shifters - Argos. They have an operation which is very hard to fault, and in view of their huge product line you hardly ever catch them out, and if the web site says it's in stock, it is. No surprise that they have been so successful.

Rog.

 

[BLACKPANTHER]

I found Halfrauds rather useful. I went in to look at a Dawes Tanami in the flesh. Had a good look around it, realised I needed the frame size up from what I was going to get. They were selling it for £449.99. I went home, and purchased on line for £299.99 (freed delivery.)

 

[Streethawk]

Some of the tools in Halfords are very good though, better even than Park Tools in many cases. I highly recommend these allen keys which have proven to be MUCH more durable than any i've ever used before. Not a mark on one after four years heavy use, leaning they fit perfectly and dont round the heads. Halfords Pro socket sets are also very good.

The staff are useless, and some things are expensive, but they're often useful if you know what you want.

 

[Pob]

Sorry Blackpanther but this is my pet hate

I am a retailer and we get people in asking lot's of questions/advice/technical help and ideas - some people can come in for hours at a time 4 or 5 times borrowing samples then it all comes down to price and they shop around and buy at the cheapest price elsewhere. We are not expensive - but not the cheapest. Our shop costs about £400 a day just to be open and samples cost us around £10,000 each year. It does get frustrating from our point of view.

I know you can't always get the sale and most people appreciate service and experience over saving a few quid- and Halfords are not exactly a small business so maybe my moan is not appropriate Maybe if they had not charged so much more than necessary they would have got your business anyway?

 

[Alex728]

I know you can't always get the sale and most people appreciate service and experience over saving a few quid- and Halfords are not exactly a small business so maybe my moan is not appropriate Maybe if they had not charged so much more than necessary they would have got your business anyway?

I think that was the case. This was more than a few quid - that was a £150 mark up on the bike and because big businesses are doing this, people assume that small businesses will do even worse, and have now got it into their head that the Internet is much cheaper (in fact it isn't when you go to proper LBSs, at least for new cycles).

I am not even sure exactly where the other Halfords in my town actually is (other than near a particularly notorious road junction every cyclist avoids) and the one I have been to is miles away from where I live.

incidentally despite the competition my town supports at least 4 LBS's, of which two now sell e-bikes and others are (even begrudgingly) accepting their increasing popularity.

 

[Pob]

Yes when it's such a massive price difference as that youre right. We get it over maybe 5% or 10% maximum difference sometimes.

The smaller companies have lower overheads.

Big stores open all hours with massive multi-million pound TV advert campaigns cost a lot of money and that has to come from the difference between the cost and sale prices. I know the things we do are a lot cheaper than the big stores sometimes half the cost - our competition on price like for like is from other small independents - I am not sure the general public realise that

 

[LeonardYoung]

Halfords is similar to many chain stores....it depends how good or enthusiastic the staff are. I've seen atrocious service in one Halfords branch, followed by excellent service in another branch.

Lucky, my local branch has a young cycle team who actually know about bikes. They assembled, checked and set up a recently purchased bike and did a good job, gave good advice and were cheerful, helpful and knew their stuff. Considering they are probably paid peanuts and aren't particularly treasured by Halfords suits at head office, it is hardly surprising that you sometimes don't get wonderful service at every Halfords.

 

[morphix]

Nice story Rog.. you can't beat good old fashioned small customer service focused businesses can you. I agree with Vikki's comment, we should make a point of supporting small family businesses like this even if it means going out of the way a bit. Perhaps some kind of map/directory on the forum would be good.

There's nothing wrong with online businesses you often find many smaller businesses with the same commitment to customer service, it's the big corporate businesses who have a lot to answer for and often don't treat customers as individuals.

It's the same with banks.. I much prefer my small local friendly building society compared to the big banks when it comes to providing proper customer service and putting customers before profits.